Tech mahindra
Tech mahindra

Customer Centricity

Transforming Customer Experience for Manufacturing Vertical

The Manufacturing sector is poised to transform and customer experience is a crucial area where an OEM of industrial equipment, heavy machinery or consumer durables (Discrete Manufacturing) can differentiate the brand and the product in the market. In today’s digital world, customers are empowered with complete information about the product, brand, market feedback and reviews through various online channels. The information available over independent websites, blogs and social media channels is highly influential in the decision making process. Anytime, anywhere access to Product / Brand Information through multiple digital touch points is becoming a game changer.

Hence, there is a strong need for personalized experience at each of the OEM’s customer touch points. It is extremely crucial for OEMs to provide unified customer experience during marketing, sales, as well as through the complete product lifecycle of aftermarket. For this, the OEMs needs information-rich, experience-enhanced digital channels to facilitate intense customer engagement and information delivery.

Tech Mahindra, with decades of experience in serving Global Top 10 OEMs, has been helping our clients to transform their customer experience. Customer experience is at the core of our strategy, and we are consciously taking efforts to build / acquire such skills through the last several years. We have been investing in this space by setting up dedicated CoEs, Labs, frameworks and platforms to develop and implement solutions. With this objective, Tech Mahindra acquired Pininfarina, the leaders in industrial design. With more than 500 projects realized and dozens of design awards achieved, Pininfarina empowers us to build physical design and product touchpoint experiences. The award-winning digital transformation team, the Bio Agency, has been another strategic acquisition on this front. Our expert consultants apply new technologies to existing experiences to deliver game changing innovative solutions. Tech Mahindra’s Discrete domain expertise, experience in digital technologies along with capabilities of Pininfarina and the Bio Agency, are uniquely positioned to transform customer experience for the Discrete manufacturing industry.

Our proposition to create next-gen Customer Experience

Tech Mahindra’s Customer Experience solution offerings are focused around:

CX Consulting Product / Car Experience
Sales / Marketing Experience Service / After Market Experience

These offerings cover the entire timeline of Discrete manufacturing customer experience. Starting right from marketing / lead generation, show room visits, booking, finance, delivery through aftermarket cycle, Tech Mahindra has delivered multiple solutions to transform the customer experience for our clients. With our proven expertise in new age technologies like AR, VR, Mobile Apps, Analytics, Machine Learning, Big Data, IoT and Cloud, we consistently contribute to our clients’ success by raising the benchmark of top quality customer experience.

Overview of our Discrete Customer Experience solutions:

Digital Marketing Interactive configurator Next gen DMS, CRM
Kiosks Urban mobility solutions Mobile app factory
Customer 360 Consumer / Dealer portals Customer Care Center Solutions
Digital Customer Touch Points Virtual dealership solutions based on mobile, AR-VR, AI bots Service subscription management for connected car use cases monetization

Business Benefits

  • Increase in customer satisfaction index scores
  • Help to retain existing customers, enables upsell & thus adds to topline
  • Differentiated & personalized customer engagement throughout customer lifecycle


Downloads

Know how a global industrial gas major customized and maximized its profit through online sales orders

Know how a global industrial gas major customized and maximized its profit through online sales orders

The customer is one of the frontrunners in global industrial gases.

Learn how a leading automotive component manufacturer benefited from a global data center in record time

Learn how a leading automotive component manufacturer benefited from a global data center in record time

The customer is one of the world’s leading automotive component manufacturers.

Find out how a company developed and executed fully functional mobile test equipment

Find out how a company developed and executed fully functional mobile test equipment

The customer is a leading producer of fuel measurement.

For further information please write to connect@techmahindra.com

For further information please write to connect@techmahindra.com